Join our Team: Customer Success Manager Brazil
At TIMINING, our team takes on new daily challenges, thinking big to solve problems for our mining clients worldwide.
We are seeking driven individuals who thrive on tackling new challenges and building successful relationships.
Role Purpose:
To maintain and retain key mining clients by leveraging software tools that enable mine operational improvements, driving customer satisfaction, and ensuring the long-term success and growth of the company's client portfolio within the mining sector.
Key Responsibilities:
Client Relationship Management:
Develop and maintain strong and long-term relationships with client key stakeholders.
Act as the primary point of contact for clients in the projects, ensuring their needs and expectations are met and exceeded.
Customer Success Strategy:
Develop and implement customer success plans that align with clients' operational goals and the company's strategic objectives.
Identify opportunities for clients to maximize the value of the software solutions.
Retention and Growth:
Monitor client satisfaction and engagement levels to proactively address issues and risks.
Develop and execute strategies to ensure project success, through license renewal and promoting upselling and cross-selling of additional solutions.
Make portfolio presentations based on value proposition.
Operational Improvement:
Collaborate with clients to understand their operational challenges and objectives.
Provide expert advice and solutions to optimize mining operations through the portfolio solutions.
Project Leader:
Oversee the implementation and integration of software solutions within clients' operations.
Ensure projects are delivered on time, within scope, and within budget.
Manage customer expectations.
Performance Tracking:
Monitor and analyze key performance indicators (KPIs) to measure the success and impact of software solutions on clients' operations.
Propose and develop business/use cases and provide insights to clients on their operational performance and areas for improvements.
Collaboration and Communication:
Work closely with internal teams, including Sales, Product Development, and Project Implementation, to ensure a cohesive and coordinated approach to client management.
Communicate client feedback and insights to internal teams to looking for improvement.
Key Qualifications:
Education:
Bachelor's degree in Mining Engineering or a related field.
Advanced degree (MBA, MSc) is a plus.
Experience:
Minimum of 7 years of experience in the Brazil mining industry.
Proven track record of managing and retaining key accounts, preferably with a focus in Mining software and technologies.
Skills and Competencies:
Knowledge of the open pit mining industry and its mine operational challenges.
Excellent communication, negotiation, and interpersonal skills.
Strong analytical and problem-solving abilities.
Management skills with the ability to manage multiple projects simultaneously.
Understanding of software solutions and their application in mining operations (desirable).
Knowledge in CRM software (desirable).
Languages:
Fluent in Portuguese.
Full proficiency in Spanish.
Full proficiency in English (desirable).
Personal Attributes:
Customer-focused mindset with a commitment to delivering exceptional service.
Proactive, self-motivated, and results-oriented.
Ability to work collaboratively in a team environment and independently when required.
Strong organizational skills and attention to detail.